Effective Date: 6/16/2025
At Qibla Gateway, we strive to provide exceptional service and seamless travel experiences. However, due to the nature of travel services and third-party involvement (airlines, hotels, embassies, and local providers), it is necessary to establish a clear, comprehensive cancellation and refund policy. By booking any service through Qibla Gateway, you agree to the terms below.
- General Cancellation Terms
All cancellation requests must be submitted in writing to info@qiblagateway.com from the email used at the time of booking.
Cancellations are considered effective only when confirmed in writing by our office.
Verbal cancellation requests, social media messages, or third-party communications are not considered valid. - Refund Eligibility
Refunds are subject to the terms and conditions of third-party vendors (including airlines, hotels, transportation services, visa processors, and local tour operators). Qibla Gateway has no control over their policies and does not guarantee any refund unless received from the vendor.
Examples of non-refundable services include, but are not limited to:
Airline tickets (especially discounted, group, or pilgrimage fares)
Hotel reservations with non-refundable terms
Visa processing and embassy fees
Ground transportation and local guide services
Travel insurance premiums - Non-Refundable Fees (Collected by Qibla Gateway)
The following agency-related fees are strictly non-refundable under all circumstances:
Booking or consultation fees
Visa application assistance
Documentation processing
Itinerary customization
Administrative handling
Credit card transaction fees (processing and merchant fees)
These fees cover time, labor, and software expenses and are non-reversible, even in the event of cancellation. - Hajj and Umrah Packages
Due to government regulations, limited slots, and strict third-party timelines:
Cancellations for Hajj/Umrah bookings made within 60 days of departure are non-refundable.
Cancellations before 60 days may be partially refundable, depending on supplier refunds.
No refund will be issued in cases of:
Visa refusal due to incorrect documents or personal ineligibility
Late submission of required documents
No-show at departure
Inability to travel due to personal or family emergencies
Replacement travelers are not allowed once the visa is issued. - International Tour Packages
Each tour package is subject to individual terms and cancellation rules provided at the time of booking. Refunds, if any, are based solely on third-party supplier approval and timelines.
Early cancellation fees may apply.
Discounted or promotional offers are often non-refundable and non-transferable.
Partial refunds may be issued only after the supplier provides confirmation in writing. - Credit Card Disputes / Chargebacks
If you initiate a chargeback or payment dispute without following our formal cancellation policy:
You will be in violation of our Terms & Conditions.
Qibla Gateway reserves the right to pursue collection action, report to credit bureaus, or involve third-party legal services.
Any false or unjustified chargebacks will result in a $100 administrative penalty, and future services may be denied.
To avoid this, always contact us first to resolve any billing issues professionally. - Refund Processing Time
If a refund is approved, please allow 10–30 business days for processing, depending on third-party vendors and bank timelines.
Refunds will be issued to the original method of payment unless otherwise stated.
Qibla Gateway is not responsible for foreign transaction fees, currency exchange loss, or bank delays. - Force Majeure / Events Beyond Control
Qibla Gateway is not liable for cancellations, interruptions, or losses caused by events outside of our control, including but not limited to:
Natural disasters
Pandemics or public health emergencies
Government bans or travel advisories
Political unrest, strikes, or war
Airline or vendor insolvency
Changes in religious pilgrimage requirements (e.g., Hajj quotas)
In such cases, we will assist in rebooking or negotiating partial credits wherever possible, but refunds are not guaranteed. - Travel Insurance
We strongly recommend purchasing third-party travel insurance that covers:
Trip cancellation or delay
Medical emergencies
Lost baggage
Covid-19 or other epidemic-related issues
We do not sell or guarantee insurance, and lack of coverage does not entitle you to additional refunds from Qibla Gateway. - Policy Acceptance
By completing a booking with Qibla Gateway, you:
Acknowledge this policy in full
Understand that refunds are not guaranteed
Agree to resolve disputes directly with us before initiating any outside action
If you have questions or concerns regarding this policy, please contact us at:
Email: info@qiblagateway.com